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Support Tickets

Let your AI create support tickets when it can't help visitors

View Tickets
Standard & Pro Plans

Overview

Support Tickets allow your AI to automatically create a ticket when it cannot help a visitor. Instead of leaving the visitor stuck, the AI collects their email, describes the issue, and creates a ticket for your team to handle.

All tickets appear in your Tickets dashboard where you can view details, see the full conversation, assign tickets to team members, and respond to visitors.

How It Works

  1. AI can't help - Visitor asks something the AI cannot answer or handle
  2. AI offers to create ticket - Asks for visitor's email to create a support ticket
  3. Visitor provides email - AI collects email and summarizes the issue
  4. Ticket created - Appears instantly in your Tickets dashboard
  5. You respond - View the ticket, assign it, and reply to the visitor
AI Assistant
I want to cancel my subscription and get a refund
I understand you'd like to cancel and request a refund. I'm not able to process cancellations or refunds directly, but I can create a support ticket for our team to help you.
Could you please provide your email address so we can follow up with you?
sure, it's john@example.com
Thank you! I've created a support ticket for you. Our team will review your request and get back to you at john@example.com shortly.

Setup

Enable tickets in just a few clicks:

1
Go to Tickets From your dashboard, navigate to the Tickets page
2
Enter notification email Where you want to receive new ticket notifications
3
Click Enable Your AI will now create tickets when it can't help

Important: Make sure your AI Instructions don't tell the AI to redirect users elsewhere for help (e.g., "tell users to email support@..."). If they do, the AI won't create tickets because it thinks it already provided a solution. Remove such instructions or make them compatible with the tickets functionality.

Viewing Tickets

All tickets are displayed in the Tickets dashboard with key information at a glance:

Ticket Number Unique ID like TKT-12345 for easy reference
Visitor Email Contact email provided by the visitor
Status Open, In Progress, Resolved, or Closed
Assignee Team member assigned to handle the ticket

Filtering Tickets

Use the filter buttons to quickly find tickets:

  • All - View all tickets
  • My Tickets - Only tickets assigned to you
  • Open - New tickets waiting to be addressed
  • In Progress - Tickets currently being worked on
  • Resolved - Completed tickets
  • Closed - Archived tickets

Ticket Details

Click any ticket to open the detail page where you can:

View Full Conversation

See the complete chat history between the visitor and AI that led to the ticket creation.

Visitor Information

See visitor details including email, country, device, and the page they were on.

Reply to Visitor

Send a response that the visitor will see when they return to the chat widget.

Update Status

Mark tickets as In Progress, Resolved, or Closed as you work through them.

Assigning Tickets

If you have team members, you can assign tickets to specific people:

  • Assign from detail page - Click the "Assigned To" dropdown in the ticket details sidebar to select a team member
  • Assign to yourself - Click the "Assign to me" button in the header to quickly take ownership
  • Filter by assignee - Use "My Tickets" filter to see only tickets assigned to you

Tip: Assigning tickets helps distribute workload and makes it clear who is responsible for each issue. Team members can filter to see only their assigned tickets.

Replying to Visitors

You can send a response directly to the visitor:

  1. Open the ticket detail page
  2. Click "Reply to Visitor" below the conversation
  3. Type your message
  4. Click "Send"

Note: The visitor will see your message when they return to your website and open the chat widget. Since they may not return, we recommend also sending them an email directly. The visitor's email is displayed in the ticket details with a convenient copy button.

Ticket Workflow

A typical ticket goes through these stages:

Open
New ticket, not yet addressed
In Progress
Someone is working on it
Resolved
Issue has been addressed
Closed
Ticket archived

You can also reopen resolved or closed tickets if needed.

When Does AI Create Tickets?

The AI creates a ticket when it determines it cannot help the visitor. Common scenarios include:

Cannot perform action

  • Process refunds or cancellations
  • Modify account settings
  • Access order or account details
  • Make changes to subscriptions

Needs human judgment

  • Complex billing disputes
  • Special requests or exceptions
  • Technical issues requiring investigation
  • Complaints needing personal attention